Jack Fitzgerald receives ISO 9001:2000 Certification for Fitzgerald Auto Malls from John Sedlak of Smithers Quality Assessments, Inc. (left) and Howard Butz, Jr., of Towson University joins in the presentation

Looking for a better CSI program than those offered by automakers, Jack Fitzgerald of Fitzgerald Auto Malls was at the NADA Convention to receive official ISO 9001:2000 Certification for his 12 stores and 35 franchises. Fitzgerald Auto Malls is the first multi-location dealer group to achieve the highly regarded designation, given by the Geneva-based International Organization for Standardization. Businesses achieve certification by implementing a stringent set of principles and practices, including how well-and consistently-they treat customers.

With help from Towson University's College of Business and Economic Outreach, Fitzgerald instituted a system called Process Based Management (PBM),  which gathers feedback immediately with a secure, non-time-consuming survey that  customers can respond to online, by mail, or  in person - as opposed to manufacturer CSI results that typically take weeks or even months to reach the dealership. Getting real-time input allows the dealership to troubleshoot any problems immediately. And because the survey system is secure, the results can't be manipulated.